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Senior Client Support Specialist

Blue Front Technology Group Waltham, MA

  • Posted: over a month ago
  • $55,000 to $70,000 Yearly
  • Full-Time
  • Benefits: 401k
Job Description

Title: Senior Client Support Specialist

Summary: This position supports customers of Blue Front Technology Group from post sales through implementation of telecommunications products and services and onward with ongoing support. The position requires outstanding organizational, interpersonal, and creative problem solving skills and works independently within a team on special projects. Requires a high level of confidence and persistence in order to complete tasks in a fast paced, rapidly changing environment.

Education/Experience & Other Minimum Qualifications:

  1. College degree or equivalent work experience.
  2. Minimum 6 years of Telecommunications Industry experience.
  3. Minimum 6 years customer service experience.
  4. Specific Knowledge: Telecommunications Order Processing/Production
  5. Specific Knowledge: Customer Management Skills
  6. Superior proficiency in computer usage, the Internet, the Microsoft Office suite of applications. Must have the ability to learn supplier specific systems and industry specific software programs.
  7. Ability to interface with indirect sales agents and the Customer.
  8. Ability to resolve installation and/or implementation issues.
  9. Excellent written and oral communication skills; E-mail and Office etiquette a must.
  10. Must be able to multi-task and have experience working in deadline driven environment.
  11. Ability to work within a cooperative team environment as well as perform assignments autonomously.

Essential Functions:

Implementation Responsibilities

  • Manage and oversee complex implementation orders for a wide variety of products and service providers.
  • Provide timely and accurate updates to customer.
  • Provide post-sales support by answering questions regarding forms and order processes; confirming the accuracy of the completed paperwork; assisting with problem resolution and escalations.
  • Interface with sales partner & customer to verify order data and assists with completing required documents for new and existing customers.
  • Provide occasional pre-sales support as needed for the Sales Team.
  • Perform occasional site visits to customer locations.
  • Maintain customer information databases.
  • Attend Company and team meetings as well as onsite and offsite supplier trainings and events.
  • Provide back-up support as needed.
  • Perform other tasks and special projects as required.

Client Support Responsibilities

  • Act as the liaison between Carriers and customer for billing, account maintenance, and trouble resolution.
  • Open and manage MACD orders (Moves, Adds, Changes, Disconnects).
  • Create inventories of customer voice and data services via analysis of invoices, customer service records (CSRs), and carrier portal information.
  • Audit customer voice and data services via analysis of invoices, customer service records (CSRs), and carrier portal information.
  • Maintain customer information databases.
  • Provide back-up support as needed.
  • Perform other tasks and special projects as required.

General

  • Successfully perform daily job responsibilities with minimal support or direction from management.
  • Mastered the art of verbal, non-verbal and written communication, both internally and externally. For example, demonstrating sense of urgency, delivering bad news, calm under pressure, portraying sense of ownership.
  • Capable of maintaining a specialized role and/or area of responsibility.
  • Able to Prioritize Workload
  • Performs other tasks and special projects as required

Blue Front Technology Group

Address

60 Commercial Wharf

Waltham, MA
USA

Industry

Business

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